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Guest Experience Supervisor

London Bridge , United Kingdom

Ref#: 9677251981

Date published: 4-May-2021

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Job Title: Guest Experience Supervisor
Based: London Bridge 
Reports to: Operations Manager

PURPOSE OF THE JOB

Responsible for the leadership, strategic direction and operation of all customer services/hospitality services within the Account, delivering a best in class / 5* offering.

This role has specific focus on driving innovation within the broader Guest Experience and Security service, improving the customer experience and ensuring we remain at the forefront of best practice.

The individual will consider new methods of working and be creative in how we measure the customer experience and report it. Needs to advocate exceptional customer service and be able to put themselves in the customers shoes.


KEY RESPONSIBILITIES 

Act as the Subject Matter Expert across the entire customer experience/impact lifecycle
Maintains high levels of excellence when it comes to visual standards and guest experience
To maintain a Contract Development Plan in conjunction with the Contract Manager
Evaluate proposed and required changes to services identifying financial, personnel and operational performance implications and improvements
Implement and evaluate service changes and manage the change process as appropriate
Regular audits to ensure standards are achieved & in accordance with client expectations
Provide proactive feedback to clients in areas of cost control, work scope, innovative improvements and additional services; Ensure client issues are dealt with effectively at the appropriate level
Attend client meetings, have good knowledge of site operations, encourage active improvements & provide feedback to clients
Ensure procedures are in place to identify the development needs of team through observation and appraisals ensuring these are met through appropriate training and development activities
Identify and monitor training requirements of managers, team leaders, supervisors and staff
In conjunction with the Human Resources Department, manage all disciplinary matters and Industrial Relations issues
Establish and maintain safe systems of work; Work with the QHSE Manager to maintain the reporting procedure for accidents and near misses
Maintain a communication network to raise Health & Safety issues; Ensure that Method Statements and Risk Assessments for all tasks are documented and communicated effectively
Drive a safety culture across the portfolio to establish secure and safe environments
Communicate effectively with colleagues within the Business Unit so that information is disseminated effectively and participate in project groups and meetings as required
Work closely with the Guest Experience Host, providing best in class service
Manage the Security Service team, ensuring all SIA and ACS compliance and guidelines adhered to
Building inductions – support building inductions with a ‘how to’ service (i.e. services on offer, different spaces)


PERSON SPECIFICATION

A proven track record in delivering 5* Services within a multi-site corporate office environment
Minimum 3 years experience working in the Hospitality or FM industry
Experience required in delivering & managing soft services
Able to command credibility and can influence a broad range of stakeholders
Requires specialist knowledge of front of house/hospitality, cleaning industry and/or hygiene sector and high degree of initiative, creativity and wide scope for discretion
A background in hospitality is desirable
Commercial and financial awareness in a client environment
Experience at interfacing at all levels throughout an organisation
Communication and presentation skills
Proven management skills
Be innovative & have proven capabilities to develop & grow contracts / portfolio.